Job description
Customer Service Representative
$26-$28 per-hour
Youngstown, OH
Permanent
Overview:
They are seeking a customer-focused service representative to deliver exceptional support across various functions, including customer inquiries, order management, claim processing, sales support, and supply chain forecasting. The ideal candidate will resolve customer issues efficiently and accurately, ensuring high service standards and satisfaction.
Key Responsibilities:
- Handle administrative tasks such as managing incoming calls, processing orders, addressing inquiries, resolving issues, filing, maintaining database information, issuing credits, and generating quotes.
- Assess and meet customer needs to ensure satisfaction.
- Communicate effectively, both verbally and in writing, and deliver engaging presentations.
- Serve as the primary contact for customer matters and collaborate with Sales and Manufacturing Representatives.
- Build and maintain trust-based relationships through clear and interactive communication.
- Provide precise and comprehensive information using appropriate tools and methods.
- Resolve complaints by offering timely solutions and alternatives, with follow-up to confirm resolution.
- Administer pricing activities including data entry, price monitoring, updates, and segment-based pricing reporting.
- Collaborate with Procurement and Engineering for requotes and manage customer supply chain requirements, including stocking and forecasting.
- Assist Engineering in maintaining updated drawing specifications and item descriptions.
- Document customer interactions, quoting details, and outstanding issues, and manage customer accounts and records in the CRM system.
- Proactively engage with customers to anticipate and address upcoming needs and changes.
- Initiate targeted contact schedules and outbound calling campaigns to reach out to the customer base.
- Oversee specific account sales activities and customer concerns, and serve as the primary contact for designated C & D accounts.
Qualifications:
- Preferred: College degree (Associates or Bachelor’s) but not required.
- 2-4 years of customer support and order management experience, ideally in the steel or steel service center industry.
- Experience with Supply Chain Management, forecasting, and stocking programs is preferred.
- Strong written and verbal communication skills with a history of exceeding quotas and effective teamwork.
Skills:
- Proficient in MS Office, including Word, PowerPoint, Excel, and Outlook; Excel experience preferred.
- Basic math, writing, and grammatical skills.
Reasoning Ability:
- Customer-focused with the ability to adapt to various customer personalities.
- Flexible, patient, and empathetic towards customer issues.
- Strong problem-solving skills and the ability to identify opportunities for upselling and cross-selling Hynes products and services.
Additional Skills:
- Excellent phone handling and active listening skills.
- Familiarity with CRM and ERP systems.
- Capable of multitasking, prioritizing, and managing time efficiently.
- Creative in improving processes and procedures.
Competencies:
- Adapts to changes and new information; adjusts work methods and behavior positively.
- Quickly learns and applies new job-related information.
- Builds trust through honesty and transparency; maintains confidences and commitments.
- Fosters constructive relationships to meet mutual goals, respecting diverse backgrounds.
- Prioritizes customer needs and exceeds expectations to gain trust and respect.
- Proactively takes action and achieves goals beyond job requirements.
- Organizes work effectively, sets priorities, and determines resource needs.
- Ensures work meets quality standards with attention to detail and accuracy.
- Maintains performance under pressure and manages stress appropriately.
- Collaborates effectively as a team member, sharing information and credit.
- Sets high standards for oneself, demonstrating effort and commitment with minimal supervision.